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About the role
As Mercury continues to scale, we’re looking for an Operations Readiness Program Manager to help operationalize and continuously improve the systems that keep Customer Support aligned, prepared, and informed through constant change. This role sits at the center of customer support impacting initiatives — partnering across Support, Product, Risk, Engineering, and Enablement to ensure launches, tooling updates, workflow changes, and operational initiatives are introduced thoughtfully and executed smoothly.
What they're looking for
- 3-5 years of experience in operations readiness, support operations, enablement, program management, or similar operational roles within SaaS, fintech, or technology environments
- Experience coordinating cross-functional initiatives across multiple teams
- Demonstrated judgment in prioritizing competing operational work and making thoughtful tradeoffs in fast-moving environments
- Experience improving operational processes and documentation
- Exceptional prioritization and organizational skills, with a track record of balancing multiple complex initiatives while maintaining a high quality execution bar
- Strong written and verbal communication skills, with the ability to distill operational complexity into clear, actionable updates for a wide range of audiences
More about this role
In the 1960s, NASA’s Mission Control transformed spaceflight from isolated acts of engineering into coordinated systems of execution. Every launch depended on hundreds of interconnected decisions across engineering, communications, operations, and risk — all synchronized with precision under intense pressure. Mission Control’s real achievement wasn’t simply reacting to problems; it was building the operational readiness systems that made complex missions possible in the first place.
As Mercury continues to scale, we’re looking for an Operations Readiness Program Manager to help operationalize and continuously improve the systems that keep Customer Support aligned, prepared, and informed through constant change.
This role sits at the center of customer support impacting initiatives — partnering across Support, Product, Risk, Engineering, and Enablement to ensure launches, tooling updates, workflow changes, and operational initiatives are introduced thoughtfully and executed smoothly.
You'll drive and continuously improve the operational rhythms that keep teams coordinated, from readiness planning and dependency management to launch communications, enablement coordination, and...
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